Customer Support Analyst

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Provide daily assistance to customers, ensuring their needs are met while promoting the success of the company;

• Manage essential customer interactions through various channels (chat, phone, and email), recognizing customer challenges and suggesting solution options that align with the product and customer expectations;

• Conduct necessary technical evaluations to aid in case resolution;

• Collaborate with internal stakeholders, including system administrators and development teams;

• Spot opportunities for enhancing the product, communication, service, and internal processes, with the goal of improving customer experience.

⛳️ Requirements

• Ability to work 40 hours per week;

• Background in customer-facing roles such as support, technical support, retention, or customer service (SAC), or related fields;

• Previous experience in a startup environment and/or with SaaS products, ideally in a B2B context;

• Familiarity with consultative, high-volume, fast-paced support;

• Competence in managing inquiries through chat, email, and phone;

• Experience utilizing artificial intelligence tools to enhance customer experience;

• Background in hybrid and/or remote work settings;

• Proficiency in using the Zendesk platform.

🏝️ Benefits

• Fully remote work throughout your entire schedule, supported by a team that values collaboration, even from a distance;

• National health insurance with no co-pay required;

• Flexibility in allocating your benefits, whether for meal allowances or food vouchers, according to your preferences;

• Access to medications and health products at discounted rates;

• Provision of all necessary work equipment (laptop, headset, mouse, etc.);

• Referral bonuses for successful hires;

• Access to WellHub and TotalPass, which provide various wellness solutions;

• Close interaction with company founders and partners;

• Ample freedom (and support) to express your individuality;

• A relaxed and collaborative work atmosphere;

• Daily casual dress code;

• Day off on your birthday;

• Access to a dental plan;

• Extended maternity and paternity leave;

• Over 50% discount on courses, degrees, MBAs, and mentoring programs;

• Abundant opportunities for learning and career growth!